Technical Support Specialist (Bilingual - English/Italian)

At Yext, the Technical Support Team is a group of technically savvy, social people who enjoy helping customers and solving complex problems! Core responsibilities include assisting our clients on the Yext platform, troubleshooting advanced technical issues in real-time and providing best practices. 

As a Technical Support Specialist, you will be working with a diverse set of enterprise clients who have made an investment in Yext to manage their search experience across a network of maps, apps, social networks, directories, and search engines. Your role is to support those client’s post-sale technical relationships, by becoming a technical expert in Yext products, internal processes, and the needs of our customers. Yext provides a very dynamic environment with a lot of opportunities for you to expand your skill set and grow. 

The ideal candidate is proactive, positive, curious, and flexible, a person open to new ideas and ways of working. 

What You’ll Do

• Be the passionate face and voice of our brand, enriching customer relationships with Yext
• Provide post-implementation technical and consultative support, that is prompt, friendly, and accurate, to our Enterprise clients via email, phone, and chat
• Develop ticket management strategies and ensure alignment to the SLA
• Provide platform configuration and data management services to our clients and partners
• Troubleshoot reported product and publisher issues to diagnose and deliver accurate, valid, and complete information to our customers, raising bugs to internal Yext teams
• Identify and surface trending customer/product issues, drive UI/UX improvements and new functionality by surfacing client feedback to Product with a focus on potential solutions
• Help improve efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center.
• Specialise in a product or a feature and become a Subject Matter Expert by attending training sessions and documenting new features and behaviours
• Work multi-functionally with Client Success Managers, Services, and technical teams at Yext to deliver exceptional service, and ensure we are exceeding client expectations - every time!
• Ideate, build, and scale new ways of thinking about the value we are bringing to clients as well as our internal operational efficiency.
• Serve as a mentor/coach to more junior members of the Technical Support team, including interns
• Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
• Be a client-facing representative of Yext and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented approach

What You Have

• BA/BS degree or similar college-level Education or relative Work Experience
• 1+ years of professional work experience, ideally in a customer support/contact centre environment
• Ability to speak and write in English and Italian fluently and idiomatically
• Strong proficiency in Excel, SQL is a plus 
• Knowledge of ZenDesk 
• Strong problem-solving orientation
• Proficient in data analysis and manipulation
• Diligent, organised, process-driven 
• The ability to think creatively about, analyse, and understand complicated and abstract ideas, working with a solutions-oriented mentality to solve issues.
• A knack for synthesising technical concepts into digestible bits of information and effectively conveying this information to others
• Outstanding and effective interpersonal skills; along with a solid ability to communicate complex issues internally, across departments, and to our Enterprise clients 
• Customer-facing experience preferred (retail, hospitality, online support, etc.)
• Evidence of leadership, outstanding track record, and/or peer recognition that separates you from others
• Ability to work quickly, independently, and accurately in a high-volume environment, with excellent time management skills
• Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills
• Strong computer skills, and the ability to adapt quickly and learn new programs, products and procedures
• Ability to work 40 hours/week and overtime as needed.

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